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Meta · 23 hours ago

Director, Vendor Operations

Austin, TX

Full-time

Onsite

Director/Executive

$227K/yr - $296K/yr

12+ years exp

Meta is looking for a Director of Vendor Operations to lead its global call center partnerships at a strategic and operational level. The role involves overseeing vendor partner strategy, operational excellence, and managing communications and change management across various stakeholders.

Computer Software

Comp. & Benefits

Responsibilities

Functional leader for Meta Small Business Sales’ Vendor Operations team, reporting to the VP, Small Business Group

Responsible for managing a central team in charge of vendor partner strategy, operational excellence, risk and compliance, vendor communications and change management

Strategy: Define SBG’s global call center partnership strategy aligned to business priorities - including partner selection, global footprint strategy, vendor goaling/incentives and operating model. Leads executive level relationship and operations management with vendors in partnerships with VP

Business Operations: Reimagine and own Meta’s global business rhythm with vendors, driving partner-level accountability

Operational Excellence: Oversee team responsible for developing contract standards, processes, audit strategy and compliance/remediation approaches. Responsible for collaborating with cross-functional partners on security operations and risk mitigation

Tooling & Site Stability: Partner with product to ensure stable and productive use of agent and vendor tech stack

Comms & Change Management: Oversees global communications strategy across all altitudes of partner stakeholders. Responsible for managing globally consistent change management process

Partner with Sales to define contract standards and operationalize global strategies driving workforce health, productivity and training. Partner with Sales to deeply understand commercial strategy and business requirements - think outside the box on solutions and

Close collaboration with Sourcing, Legal, Product, and Sales

Responsible for defining and delivering against a functional roadmap, inform adjacent functions impacting delivery

Qualification

Vendor managementOperations strategyBusiness analyticsChange managementCommunication skillsLeadershipTeam management

Required

12+ years of experience in scaled operations and vendor management for large, outsourced organizations

Operations expertise. Experience spearheading and evolving operational strategy and execution in a hyper dynamic environment. Experience beyond customer support call center operations - specifically sales and customer success oriented operations

Influential strategist and leader. Ability to set, communicate, and lead through a vision with senior stakeholders, including external partners

Proven business analytics skills. Experience evaluating data to understand trends, developing frameworks and analyses to guide strategy and implementation

Change agent. Experience leading initiatives involving large-scaled organizational transformations. Grasp of the organizational dynamics that influence adoption of process changes

Effective manager and influencer. Experience leading and inspiring dispersed teams towards a common goal with a high bar for execution

Expert communicator. Ability to distill complex ideas simply through a variety of mediums and to zoom in/out based on audience